Customer Success Manager, OmniChannel

Job Description

Job Description

Shape the Future of Search.

About BrightEdge

BrightEdge is a leading SEO, search, and brand visibility platform helping companies understand how their digital presence drives real business results. Founded in 2007, we’re trusted by thousands of organizations across more than 80 countries, including brands like Microsoft and Visa. Our platform combines powerful data with AI-driven insights to help customers plan, optimize, and measure their digital marketing strategies and understand how their brand is showing up across an evolving search landscape.

What sets BrightEdge apart is our people. With 400+ employees across 7 global offices, we foster a collaborative, curious, and supportive environment where smart ideas are encouraged, and impact is visible. If you enjoy solving meaningful problems, working with data and technology, learning new things, and helping shape the future of digital marketing, BrightEdge is a great place to build your career.

 

About the Role

This role requires at least 3 days onsite in our Cleveland office.

Our Customer Success organization is the heart and soul of BrightEdge and a competitive differentiator for us in the market. With teams dedicated to onboarding, professional services, customer success, account management (and more!), we provide meaningful and strategic support to our customers, enabling them to hit their organic search goals.

As a Customer Success Manager on the OmniChannel team at BrightEdge, you’ll serve as a trusted partner to a diverse portfolio of clients, building strong relationships and helping them get the most value from the BrightEdge platform. You’ll manage a high-volume book of business, balancing day-to-day client needs with proactive engagement, strategic guidance, and ongoing platform adoption. From onboarding and education to problem-solving and long-term partnership, you’ll help clients navigate their goals, connect them with the right resources, and ensure they see meaningful value from BrightEdge.

How You'll Spend Your Time:

• Build Customer Relationships — Develop trusted relationships with key stakeholders and understand their goals, priorities, and business needs.
• Drive Customer Value — Partner with customers to define digital marketing success and demonstrate the value BrightEdge brings to their business.
• Drive Platform Adoption — Increase engagement, usage, and adoption across a diverse portfolio of customer accounts.
• Manage Customer Health — Monitor engagement and adoption to identify risks, strengthen relationships, and proactively address opportunities.
• Partner on Account Growth — Collaborate with the Strategic Account Manager on retention and growth opportunities.
• Lead Customer Communications — Develop and deliver presentations, best practices, rollout plans, QBRs, and other customer-facing materials.

We're Excited About You if You Have:

• 4+ years of experience in Customer Success, Client Services, or a similar client-facing role supporting enterprise-level customers
• Bachelor’s degree required
• Book of Business Management — Experience managing multiple customer accounts with a focus on retention, engagement, and platform adoption
• Customer Communication — Strong communication and presentation skills with the ability to build relationships across POCs, stakeholders, and executives
• Organization & Problem-Solving — Comfortable managing a high-volume book of business in a fast-paced environment while proactively addressing customer needs and challenges
• Digital Marketing Experience — Background in a digital marketing agency, SaaS, or digital marketing platform, with experience educating clients, understanding their goals, driving adoption, and troubleshooting platform or support issues

Benefits

• Motivating, high-impact work that builds your career 
• Medical, dental, and vision insurance with multiple package options 
• 15-23 days PTO depending on tenure plus 10 paid holidays 
• Pre-tax commuter benefit plan and company contribution to help reduce parking/public transit costs 
• Discounted gym membership and fitness benefits 
• No or low cost therapy and professional coaching sessions through Spring Health 
• 4-6 weeks fully paid parental leave 
• Pet wellness and insurance plans to keep your furry family healthy 

Actual compensation will depend on your skills, experience, and other job-related factors.

This role offers a base salary plus a quarterly performance bonus on an 70/30 split. The listed range reflects the total on-target earnings (OTE) for this position (base + variable). Actual compensation will depend on your skills, experience, and other job-related factors.

How we work

BrightEdge is an equal opportunity employer and is committed to building a diverse and inclusive workplace. All qualified applicants will be considered without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, or any other legally protected status.

If you’re excited about this role but don’t meet every qualification, we encourage you to apply. Imposter syndrome can hold great candidates back, and we believe potential and willingness to learn matter just as much as checking every box. We value diverse perspectives, experiences, and ways of thinking, and we’re committed to building a team where everyone feels they belong and can do their best work.